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Ready for Excellent Customer Experience

CX is never more critical than during the complaints process—how you deal with a dispute will make or break your relationship with the customer.

So, you need to be armed with the right tools to secure the best outcome for your financial services business.

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Ready to Make Great CX

Your Competitive Edge

Why Customer Experience Management Is Critical in Financial Services Complaint Handling

With expectations continuing to rise across all industries, customer experience, or CX, is not optional for any business. But, for financial services companies, where trust and transparency are key to your success, it’s even more imperative.

Clearly, CX management is important throughout your organisation. However, few single touchpoints can impact overall customer experience as significantly as your complaints process. 

In this situation, it’s all on you to make the outcome as positive as possible by resolving customer disputes effectively, professionally and quickly. Of course, that’s often a tall order as you try to juggle high volumes, comply with regulatory requirements and maintain operational efficiency.

Enter Aptean’s complaints management system. With our solution in your arsenal, you'll be ready to manage this complexity while improving CX.

How Our Complaints Management System Transforms CX In Your Dispute Handling

With a powerful toolset designed to optimise your end-to-end complaints process, our complaints management system helps you:

  • Get a complete view of the customer – empowering staff to deliver personalised and detailed responses by providing all the important information at a glance.

  • Ensure consistency – by providing customisable workflows and templates to streamline processes, even in busy contact centres with high turnover.

  • Create a cycle of continuous improvement – with reporting to spot trends, identify root causes and capture actionable insight easily.

  • Identify and support vulnerable customers – with a first-of-its-kind text analytics tool.  

All of this helps you transform CX management in your complaints process—in turn, nurturing strong customer relationships and driving loyalty.

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Complaint Management Solution

Are you ready to take your customer experience to the next level?
Aptean Respond
Manage your entire end-to-end customer complaints process to improve outcomes for both your organisation and your customers with Aptean Respond.

Ready to start transforming your business?

We’ve got the specialised solutions you need to conquer your industry challenges.

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